Which of the following statements about social media is true?

The assertion that social media includes Instagram is accurate because Instagram is one of the major platforms for social networking, allowing users to share photos, videos, and engage with others. It plays a significant role in how businesses and customers interact, making it a vital communication channel in today's digital landscape.

Using social media for customer engagement can enhance customer service efforts, provide timely responses to inquiries, and help build brand loyalty. Other platforms, such as Facebook, Twitter, and LinkedIn, also fall under the category of social media, which highlights the wide-ranging impact these platforms have in connecting customers with businesses.

The other statements, while they may contain elements of truth in isolated contexts, do not reflect the broader understanding of social media’s role in customer service engagement today. For example, knowledge bases can be a resource shared through various channels, but they aren't inherently part of social media. Additionally, social media is typically recognized for its real-time communication capabilities, contrary to the view of being a slow process. Moreover, avoiding social media for customer interactions neglects the opportunities it provides for immediate and effective communication. Thus, option B stands out as the most accurate reflection of what social media encompasses.